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>>> How do they do it in this day and age of "FAQs", "Forums" and "Helpdesks"? :)

The secret: Employee retention.

Everything is easier when the knowledge stays in the company.



Easier, yes, but that still doesn't solve the problem over the course of decades; in fact if that is your primary strategy, then you're going to be completely fscked as an organisation when someone _does_ leave (or dies). Employee retention might make things a little quicker to find, but is downright negligent as an institutional knowledge strategy.




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